Practice Free CIS-CSM Exam Online Questions
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? Choose 2 answers
- A . Store APPs
- B . XML unloads
- C . Update Sets
- D . Plugins
A, D
Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
– Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance. https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
Which of the following are true regarding integrating a ServiceNow Knowledge base with external
content? (Choose two.)
- A . Imported external articles appear as attachments in ServiceNow
- B . Only applications that allow WebDAV connections can be integrated
- C . The imported article will have the same category it had in the source knowledge base
- D . SharePoint blocks this integration
B, C
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/concept/knowledge-external-content-integration.html
Which roles are responsible for maintaining account team membership? (Choose two.)
- A . Customer Admin [sn_customerservice.customer.admin]
- B . Customer Case Manager [sn_customerservice.customer_case_manager]
- C . System Administrator [admin]
- D . Customer Service Manager [sn_customerservice_manager]
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A . Product
- B . Asset
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Which roles are considered external? Choose 2 answers
- A . Partner Admin (sn_customerservice. partner_admin)
- B . Customer Admin (sn_cuslomerservlce.customet_admin)
- C . Customer Service Agent (sn_customerservice_agent)
- D . Consumer Support Agent (sn_customerservice.consumer_agent)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A . The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- B . A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- C . Asset management has different use cases for tracking specific products or services customers are using Most Voted
- D . It includes all of the data crucial to support customers as efficiently as possible
Which entity represents specific versions of products being sold to and supported for customers?
- A . Portfolio Products
- B . Product Categories
- C . Product Models
- D . Sold Products
What are the conditions that matching rules are based on? (Choose two.)
- A . Agent resources best suited to work on a case
- B . Specific routing rules
- C . Filters set up in advanced work assignment
- D . Specific case attributes
A, D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A . Reduces call volume
- B . Makes it easier for Agents to manage case volume
- C . Allows access to Knowledge Articles that are related to products owned by a customer
- D . Information about customer’s service contract
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
- A . Close Cases in Resolved state
- B . Auto Close Resolved Cases Most Voted
- C . Resolved to Close State
- D . Move Resolved Cases to Closed